Hospitality Industry Service and Performance

This assignment delves into the service offerings of the hospitality industry, particularly highlighting the operations within hotels. It explores the diverse roles and responsibilities of general manager trainees across different hotel departments. Furthermore, the report conducts a performance analysis of the room division, providing insights into key operational metrics.

ROOMS
DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and Front Office Services..........................................................................1
1.2 Roles & Responsibilities of Accommodation and Reception Services. ..............................2
1.3 Legal & Statutory Requirements Applied to Room Division Operations.............................2
1.4 Service Provided by The Room Division..............................................................................2
TASK 2............................................................................................................................................3
2.1 Importance of the front house area to effective management:..............................................3
2.2 Roles and responsibilities of the Room Attendant & Front Office Receptionist: ..............3
2.3 Key operational issues affecting the effective management and business performance of
the front office area for a given operation:..................................................................................4
TASK 3............................................................................................................................................4
3.1 Importance of property interiors and design to effective management:...............................4
3.2 Critical Aspects of planning and management of the accommodation service function:.....5
3.3 Key operational issues affecting the effective management and business performance of
the Accommodation services function:.......................................................................................5
TASK 4............................................................................................................................................6
4.1 Yield management activities to maximise occupancy and rooms revenue:..........................6
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue:.......6
4.3 Purpose and use of forecasting and statistical data within the room's division:...................7
4.4 Calculate rooms division performance indicators to measure the success of
accommodation sales:.................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCE...................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Room division in hotel management comprise hospitality services like accommodation
service, transportations services, restaurants and food delivery service, housekeeping, front
office, guest care service etc. in this report will evaluate Hilton hotel services and its room
division operational management (Walker and Walker, 2016). In hotel operational management
hotel manager handled staff duties in all area, they also handled customers booking and check-in
or check-out services which will be described in report. In this report will analyse about
cleanlinesses and hygienic practices of Hilton hotel. Thus, the report will outline room division
patterns and role of individuals in different guest services for Hotel
TASK 1
1.1 Accommodation and Front Office Services
Hospitality business more profitability and attractive business. Nature of the increasing
competitive the major issue accommodation services as well as front office services.
Accommodation Services : The accommodated provide in the Hilton Hotel services including a
housing services and huge numbers of room. The services introduced is cleanliness of public are,
all the guest assess are the area include the lobby, breakfast area and the pool area. These areas
include proper cleaning (Laudon and Laudon, 2016). Cleaning a guest room played important
role in customer satisfaction. Hilton Hotel also need to ensure cause of worry about the cleaning.
The cleanliness of guest rooms, bathrooms, towels and common areas. Room status
terminologies services is availability of guest room such as availability clean or ready. In these
services a guest is currently registered to the room.
Front Office Services : The front office services of Hilton Hotel can be divided into different
categories like reservation services, concierge and bell person. Front offices refers to the
reception department of the hotel. Reservation of the Hilton hotel is one of the important
responsibilities of the front office department. Hotel concierge services has the responsibilities of
welcoming guest upon entrance and confirm reservation. Bell person also assist guest with
laundry services. The bell person also responsible for loaded luggage while checking in or out.
1.2 Roles & Responsibilities of Accommodation and Reception Services:
In hospitality industry Hilton Hotel staff responsible of the accommodation department
for ensuring that the customer arriving facilities can be facilitated and they get their need
addressed to the maximum possible extent. Hilton Hotel department provide various services to

the guest. It is also required the useful best facilities in the room. Hotel staff provides service of
the toilets and appliances such as microwave over and a mini refrigerator in the room. The
services staffs are integral part of guest satisfaction (Khanna, 2015). Their staff provide
personalized services to their guest along with all time attention towards their needs and desire.
The receptionist of the Hilton Hotel has several types of roles to plays such as giving greeting to
the guest, allocate sleeping places to the guest, recording the information of guest, being ready to
give needed information by the guest. It also includes the customer queries and problem in their
room or any part of the hotel.
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1.3 Legal & Statutory Requirements Applied to Room Division Operations
Legal and statutory requirements that apply to room division operation for Hilton Hotel
are they provide all those comfortable services which are essential for the guest. It requirements
are meeting the quality standards regarding cleanliness, physical facilities and other services
should consist of personalized care of its guests. Some common practices must be maintained in
the hotel which are supplying exact database about the room and facilities to the guest. Hotel
staff provides enough safe guards to the luggage carried by the guests (Davis ,and et.al, 2018).
Under the law, the obligation providing health, safety and security of not only for its guests but
also its employees. They ensuring fire services management in the Hilton Hotel to avoid any
negative happening. The infrastructure must be modernized by resources and techniques like
smoke preventing, alarm of combustion and materials to be safe to prevent the huge loss or avoid
firing in the organization.
1.4 Service Provided by The Room Division
In hospitality industry The range of the services provided by room division in the Hilton
Hotel is that they offer the extensive range of services to its guest such as excellent level of
comfort, quality and luxuries to its customer. Hilton hotel most basic level of services offered is
the traveling facilities or food and shelter facilities. There may be many issues which can be
turned out for the industry (Anderson and et.al, 2018). The services provided include hotel,
restaurant, spa and beauty parlors etc.
TASK 2
Covered in PPT
TASK 3
3.1 Importance of property interiors and design to effective management:
Numbers of hotels focused how to established look from outside for hotel, and they
attract people for visit hotel service. Importance of interior design of hotel play very important
role in hotel industry. Interior also decides” first impression is last impression” apply quite well
the hotels. Hotel interior must be involve well furniture placed on the entrance area,picture,
painting and decoration on the wall etc. (Horovitz and Webb, 2015). Those are interior attract
people to visited again in hotel. In other hand website of hotel are update by hotel employee they
update pictures of hotel and posting content about the hotel people first trying to see hotel design
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and their interior of hotel they decided to choose attractive hotels which is looking awesome and
according to customer's needs.
An element of design- Hilton Hotel is just place where people can stop along the road and
sleep until they ready again. Hotel industry design to include those elements such as guest
rooms, luxury suites, common areas, entertainment spaces, etc.
3.2 Critical Aspects of planning and management of the accommodation service function:
Planning and management of the accommodation service function is crucial part of
hospitality industry (Franzetti, 2016). The General Manager of any hotel is responsible for all
functions in a hotel industry. Hotel staff provide those services-
 Guest supplies (Amenities) - Manager of hotel clientele ensure for provide amities are
the list of item that customer during their stay at the hotel room. As on the bedside table –
telephone and the service dictionary place on table, a pen is also placed on the table. On
the dressing table- comb and brush are placed on dressing table, a mirror is mounted on
dressing table. In the bathroom – a full-length mirror placed on wall, proper water
facility, a bathtub with bath mate etc. (Drew and et.al, 2016).
 Controlling and updating Rooms status- Hilton hotel manager given responsibilities
for housekeeping department to control all the room area which proper cleaned and all
amities are place don their place. Manger update and controlling all the room status
service like when and where change room designed and their amities.
3.3 Key operational issues affecting the effective management and business performance of the
Accommodation services function:
 Operational issues in Human Resources- In hospitality industry, human resource
department are managed all the hotel staff and all the functionality of hotel area .human
resource manager giving instruction to their employees to provide best services for
customers. Human resource meet with issue related to staff and other management
department, they faced recruitment issue, they hardly find the good skills and well
position employees which handled all responsibilities and do work properly. In training
area they have to train each trainee for how to do proper job (Sennewald and Baillie,
2015). In shrinkage, have loss of good had become many issues with bars, nightclubs,
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restaurants. People wast and theft food and other item of hotel . People also misuse for
providing free drinks to friends these all causes by shrinkage (Ginter, 2018).
 Housekeeping and Quality Linen Control- Hotel authorities are responsible for quality
of products. They provide the best quality of products and service. Housekeeping
department ensure food what they serve to customers is good or not. They also ensure
expiry date of food products like drinks, soft drinks, milk and other snacks.
TASK 4
4.1 Yield management activities to maximise occupancy and rooms revenue:
Yield management- yield management in hospitality industry is responsible for High
demand tactics of yield management. Yield management is based on pricing strategies. In other
hand this management provide rooms to customers at fixed price and maximize cost of the
service. The aim of yield management they provide rooms or the customer's in different price a d
there is numbers of rooms already sold and a wide range external factors beside (Ahmad and
Scott, 2014).
Why yield management is important- yield management of hotel allows maximizing
amount of money for finite numbers of hotel rooms. Yield management also allow hospitality
business to focus pricing and selling strategies.
High demand Tactics of Yield Management- yield management analyse discount and
necessary to maximize the average rate. They try to communicate manager and identify the
actual needs for numbers rooms (Juddin, 2017).
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue:
In hospitality industry they include various technique for promote their hotel and service.
Hotel staff promote their hotel to online and offline both platform they trying to increase their
popularity. Hotel management update content on their website regularly and they also post
picture of rooms and other area of hotel they also post about the food and other service provide
by hotel management. They promote their hotel to introduce events and other functions where
sneaks, drinks and other foods provide free from hotel side. They give discount for occasionally
and deal with attractive customers (Komar, 2014). Hotel management also gives advertisements
on television and newspaper. They create accounts on social media and daily update content or
picture of hotel in it. Those social media aware people to visit hotel and enjoying their holiday.
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4.3 Purpose and use of forecasting and statistical data within the room's division:
Clientele hotel staff provide the best facilities for customers which is visit in hotel.
Management discusses on those things which affect their hotels service and their hotel
reputation. They also notice hotel staff weakness and how to improve them. Some employees left
their job from hotel management need to appoint new staff member and trained for their work
(Van den Berg and Pietersma, 2015). In room division management the hotel staff need to ensure
customers proper accommodation service, they ensure proper room allot to each customer who
visit to their hotel,for each room personal bellman appoint for customers who are 24 hours able
to serve their service to customers. Bell person mainly appoint for customers luggage who
loaded on right rooms where customer stay. The hotel management make sure service provided
by hotel staff customers can satisfied of not.
4.4 Calculate rooms division performance indicators to measure the success of accommodation
sales:
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CONCLUSION
From the above-mentioned report concluded how the hospitality industry provide service
to customers. Such as food service, accommodation service, transportation, housekeeping, front
office and other service etc.(Lawrence, 2018). In this report also mention all the roles and
responsibilities of general manger trainee employees in hotel area, how they responsible to serve
all these facilities. Till the end of report comprised the calculation of room division performance
of hotel area.
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REFERENCE
Books and Journal
Ahmad, R. and Scott, N., 2014. Managing the front office department: Staffing issues in
Malaysian hotels. Anatolia.25(1). pp.24-38.
Anderson, D.R.,and et.al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Davis, B.,and et.al., 2018. Food and beverage management. Routledge.
Drew, J. and et.al., 2016. Journey to lean: making operational change stick. Springer.
Franzetti, C., 2016. Operational risk modelling and management. CRC Press.
Ginter, P.M., 2018. The strategic management of health care organizations. John Wiley & Sons.
Horovitz, J.H. and Webb, P., 2015. Top management control in Europe. Springer.
Juddin, M.N.M.R., 2017. THE JARGON USED BY EMPLOYEES OF FOOD AND
BEVERAGE SERVICE (FBS DIVISION) AT HOTELS. LET: Linguistics, Literature
and English Teaching Journal. 7(1).pp.93-119.
Khanna, R.B., 2015. Production and operations management. PHI Learning Pvt. Ltd.
Komar, R., 2014. Hotel Management. Gramedia Widiasarana Indonesia.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education India.
Lawrence, P., 2018. Management in action. Routledge.
Sennewald, C.A. and Baillie, C., 2015. Effective securit management. Butterworth-Heinemann.
Van den Berg, G. and Pietersma, P., 2015. Key management models: the 75+ models every
manager needs to know. FT Press.
Van der Wagen, Lynn, and Anne Goonetilleke. Hospitality Management, Strategy and
Operations. Pearson Higher Education AU, 2015.
Walker, J.R. and Walker, J.T., 2016. Introduction to hospitality management. Prentice Hall.
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REFERENCES
Book & Journal
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